Privacy policy

This Privacy Policy explains how Vivance Group LLC ("Kaia Relief," "we," "us," or "our") collects, uses, and shares personal information when you visit kaiarelief.com (the "Site"), purchase our products, sign up for our email list, or otherwise interact with us.

We don't sell your personal information for money. We wrote this policy in plain language because we think you should be able to understand how your information is handled without a law degree.

What We Collect

We collect personal information directly from you, automatically when you use the Site, and from third parties who help us operate our business.

Information You Give Us Directly

  • Contact information: Name, email address, shipping address, billing address, and phone number.
  • Order information: Products purchased, order history, subscription preferences, and delivery instructions.
  • Payment information: Processed by our third-party payment processor. We don't store full credit card numbers on our servers.
  • Account information: Login credentials, account preferences, and communication preferences.
  • Customer service interactions: Emails, contact form submissions, and photos related to damaged shipments.
  • Marketing preferences: Email and SMS opt-in status and communication preferences.

Information Collected Automatically

  • Device information: IP address, browser type, operating system, device identifiers, and screen size.
  • Usage information: Pages visited, products viewed, time spent on the Site, referring URLs, and search terms.
  • Cookie data: See the Cookies & Tracking section below.

Information From Third Parties

  • Payment processors confirming payment status.
  • Shipping carriers providing delivery status.
  • Marketing and analytics partners providing aggregated data.
  • Social media platforms when you interact with our content.

How We Use Your Information

We use the information we collect to:

  • Process and ship your orders.
  • Manage subscriptions and recurring charges.
  • Send transactional emails about your orders and subscriptions.
  • Respond to customer service inquiries.
  • Send marketing emails and SMS messages if you've opted in.
  • Personalize your experience on the Site.
  • Analyze Site usage to improve our services.
  • Detect and prevent fraud, abuse, and security incidents.
  • Comply with legal obligations.
  • Enforce our Terms of Service.

Who We Share It With

We don't sell your personal information for money. We share information with trusted third parties to operate our business.

Service Providers

  • Shopify (our eCommerce platform).
  • Our payment processor.
  • Recharge (subscription platform).
  • Klaviyo (email and SMS provider).
  • Our fulfillment partner.
  • Shipping carriers.
  • Google Analytics 4 and Google Tag Manager (server-side).
  • Customer service tools.
  • Faire (wholesale platform).

Legal Disclosures

We may disclose information when required by law, in response to legal requests, to protect our rights or the rights of others, or in connection with a business transaction such as a merger or acquisition.

With Your Consent

We may share information with other parties when you've given us explicit consent.

California "Sharing" Disclosure

Under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), some analytics and advertising cookies may be considered "sharing" personal information for cross-context behavioral advertising.

We don't sell personal information for money, and we don't knowingly share personal information of consumers under 16 years of age.

To opt out, click the "Do Not Sell or Share My Personal Information" link in the footer of our Site.

Cookies & Tracking Technologies

We use cookies and similar technologies to operate the Site, remember your preferences, analyze Site usage, and deliver relevant advertising where applicable.

Types of Cookies We Use

  • Strictly Necessary Cookies: Required for shopping cart and checkout functionality.
  • Functional Cookies: Remember your preferences and improve your experience.
  • Analytics Cookies: Help us understand Site performance.
  • Marketing Cookies: Deliver relevant advertising.

Managing Cookies

You can manage non-essential cookies through the cookie banner or your browser settings. Disabling cookies may affect Site functionality.

Your Privacy Rights

Depending on where you live, you may have the following rights:

  • Know what personal information we collect.
  • Access your personal information.
  • Correct inaccurate personal information.
  • Delete your personal information (subject to exceptions).
  • Opt out of the sale or sharing of personal information.
  • Limit the use of sensitive personal information.
  • Receive equal service regardless of exercising your rights.
  • Appeal a denied privacy request.

How to Exercise Your Rights

Email support@kaiarelief.com using the email associated with your account and include "Privacy Request" in the subject line. You may also submit a request through our Contact page.

We generally respond within 45 days and may extend the response period by an additional 45 days when permitted by law.

We may verify your identity before processing your request. We will never discriminate against you for exercising your privacy rights.

If your request is denied, you may appeal within 60 days by replying to our denial email. We'll respond to appeals within 45 days.

Data Retention

We retain personal information only as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce agreements.

  • Order and transaction records: 7 years.
  • Account information: While your account is active, plus 2 years after closure.
  • Marketing communications: Until you unsubscribe, plus a reasonable period to honor your request.
  • Customer service records: 3 years.
  • Analytics data: Typically retained for 14 months in aggregated form.

Security

We use industry-standard administrative, technical, and physical safeguards to protect your personal information. This includes encryption of payment information, restricted internal access to personal data, and regular security reviews of our service providers.

However, no method of internet transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

Children's Privacy

Kaia Relief products are intended for adults. Our Site is not directed to children under 13, and we do not knowingly collect personal information from children under 13.

If we discover that personal information from a child under 13 has been collected, we will promptly delete it.

If you believe a child has provided us with personal information, please contact us at support@kaiarelief.com.

Changes to This Policy

We may update this Privacy Policy from time to time. When material changes are made, we will update the "Last Updated" date above and, where required by law, notify you by email or through a notice on the Site.

Continued use of the Site after changes become effective constitutes acceptance of the updated Privacy Policy.

Contact Us

If you have questions about this Privacy Policy or our privacy practices, please contact us:

Vivance Group LLC
33 Hull Street
Shelton, CT 06484

Email: support@kaiarelief.com